I'm sick with IBM depot service *But IBM Exec. team Redeems*

Message

eriqesque · #1 Post by **eriqesque** » Thu Aug 12, 2004 10:29 pm

This is the 3rd time my machine has gone off to the depot since the 2nd of this month. Each time it returns to me there is a new problem.
The 1st time i sent it in they replaced the board bad video card.
Came back with a new cover and LCD bezel replaced also due to damge done by a local service center. But they couldn't fit it on there for some reason so they forced it to fit causing the area where the bluetooth card or antenna is to bulge out. they also forgot to put the thermal pad on the GPU. So then the video card began messing up again. So sent it off again.
This time it comes back and there is no wireless signal and the bulge is still there and the status icon clear plate is just hanging in there and stuck down inside and I can see a circuit board of some sort and some of the LED's themselves. So the second time around they escalated this case to the RAID team and this is their handy work. Just got it back today with these problems so I called them and they ruched DHL with a box TODAY so it could get back to them tomorrow this time its going to the engeneering dept. But whoever odered DHL out here decided to send it back to them 2 day instead of the overnight I though the whole point of them ruching out today was all about. So now they won't even get this machine in until Mon. the 16th.
So far this is the most botched up system I have had to deal with to date.

RaysMD · #2 Post by **RaysMD** » Thu Aug 12, 2004 11:11 pm

Why not try to get IBM to replace the unit with a new one?

Logi7 · #3 Post by **Logi7** » Thu Aug 12, 2004 11:31 pm

RaysMD wrote:Why not try to get IBM to replace the unit with a new one?

can u just ask for a new one? dont they have to offer?

i heard somebody say that if they screw it up twice youre entitled to a new unit... is there a palce online where i can see their policy or somehting?

Flightvector · #4 Post by **Flightvector** » Fri Aug 13, 2004 2:03 am

If you feel you have been given the wayside and have a reasonably outrageous case, it is possible to get a new one with enough nagging; more than you should have to I'd say. I think this is a reasonable cause. Just ask for higher ups, give them reasons to give you a new one (heck, not literally), including how you feel about IBMs support; they need to think that your loss as a customer is something they need to prevent. Put in a formal complaint and don't be afraid to refuse indifferent attempts to get you to repair again.

Now, mind you, don't do this unless you really have a catastrophically bad support experience or laptop. What I said above is certainly not meant by me to be taken as things you do to get a new thinkpad by social engineering, so please do not misunderstand

. Whether or not you think it is wrong to do this is in a completely different context alltogether; I think that would be wrong in this case. But anyway, I think when everything goes wrong and you are left all stressed and frustrated, wondering about how to deservingly get a new thinkpad is something that is unfortunate that we have to even consider or worry about in the first place; but who said support departments always have the clearest understanding?

pramit · #5 Post by **pramit** » Fri Aug 13, 2004 2:53 am

i feel your pain. i went through hell myself (http://pramit.nairi.net/ibm)

if i were you, i'd escalate, ie file a formal complaint. if that doesn't help, ask to be connected to someone in executive relations. don't back down. be firm and yet understanding. ibm will listen, albeit eventually.

best of luck!

hausman · #6 Post by **hausman** » Fri Aug 13, 2004 7:57 am

Yikes! You guys are way more patient than I.

I would have sent an e-mail to Sam ( http://www.ibm.com/cgi-bin/email-sjp.pl ) much earlier in the chronology. Just a brief summary of the facts, an expression of my disapointment with IBM and a request for his assistance in resolving the matter. (I had to resort to this with Lou some years ago. I got satisfaction within 48 hours.)

BTW, according to Fortune magazine, Sam personally reads every e-mail that IBM employees direct to him. It wouldn't surprise me if he also gets at least a summary of the customer e-mails.

eriqesque · #7 Post by **eriqesque** » Fri Aug 13, 2004 9:30 am

I have been speaking with a "resolutions owner" who has said that this is the last time I will be sending the unit in. If it is not resolved this time we will be working on getting me a new machine. I personaly think they should be doing this now. They have botched it up enough already plus now I have a refurb screen and a refurb sysytem board so basically I have a refurb machine.

sktn77a · #8 Post by **sktn77a** » Fri Aug 13, 2004 12:00 pm

I fear that a "resolution owner" is just another euphemism for a customer service flunkie. Frankly, I'd just tell them "ENOUGH! - you had your chance to fix this - you should be offering me a new machine for all the grief you've put me through". Check your state's lemon law and, if you meet this, call them and tell them this!

eriqesque · #9 Post by **eriqesque** » Wed Aug 18, 2004 3:37 pm

Well after another trip to the depot and this time to the engineers it came back with all of the same issues untouched. Also a new one the LCD screen now blanks when you move it forward or back. They received my machine on last friday 13th at and returned it to me the following monday.
Someone from the depot was suppose to call before shipping to me so that all issues could be resolved and I received no such call.

So this has now been turned over to the Executive team, and they are replacing the machine with my choice.

I have chosen to go to a completely different series. I have chosen and
X40 23718LU W/ the USB 2.0 multi-burner. They are ordering it and will let me know with 24-36 HRs when to expect it.

#10 Post by **K. Eng** » Wed Aug 18, 2004 4:35 pm

Pretty nice machine there - write us a review once you've tested it out!

I have chosen to go to a completely different series.
...
X40 23718LU W/ the USB 2.0 multi-burner

Nabeel · #11 Post by **Nabeel** » Wed Aug 18, 2004 5:22 pm

eriqesque wrote:Well after another trip to the depot and this time to the engineers it came back with all of the same issues untouched. Also a new one the LCD screen now blanks when you move it forward or back. They received my machine on last friday 13th at and returned it to me the following monday.
Someone from the depot was suppose to call before shipping to me so that all issues could be resolved and I received no such call.

So this has now been turned over to the Executive team, and they are replacing the machine with my choice.

I have chosen to go to a completely different series. I have chosen and
X40 23718LU W/ the USB 2.0 multi-burner. They are ordering it and will let me know with 24-36 HRs when to expect it.

A same price machine or any other machine?

I think more press contact should be made like pramit did, perhaps that will fix them up...

eriqesque · #12 Post by **eriqesque** » Wed Aug 18, 2004 5:28 pm

Nabeel wrote: A same price machine or any other machine?

I think more press contact should be made like pramit did, perhaps that will fix them up...

Well he said my choice. So I assume I could pick out any.

scosgt1 · #13 Post by **scosgt1** » Wed Aug 18, 2004 5:40 pm

Expect? Probably a black cat (or the Raven) worked on the machine!
I believe you will have to pay the difference if you get another machine.
Last I heard, corporate America never gives anything away

eriqesque · #14 Post by **eriqesque** » Wed Aug 18, 2004 5:57 pm

scosgt1 wrote:Expect? Probably a black cat (or the Raven) worked on the machine!
I believe you will have to pay the difference if you get another machine.
Last I heard, corporate America never gives anything away

LOL didn't even think of the Friday the 13th thing.
Umm no I will have to pay nothing.

eriqesque · #15 Post by **eriqesque** » Tue Aug 24, 2004 1:46 pm

My new X40 23718LU arrived today
as soon as I get used to it and have used it a bit I will post a mini review w/pics.
the USB multi burner is on backorder so that will come later.

sktn77a · #16 Post by **sktn77a** » Tue Aug 24, 2004 1:56 pm

That's great news. It's good to hear that IBM did the right thing (eventually). I just wonder about all those people that might not have been quite so persistent as you - god knows what they are using right now (computers with bulges, coverplates hanging off, intemittent LCDs........

eriqesque · #17 Post by **eriqesque** » Wed Aug 25, 2004 3:48 pm

Lite review and pics can be found here
http://forum.thinkpads.com/viewtopic.ph ... highlight=

I'm sick with IBM depot service But IBM Exec. team Redeems

I'm sick with IBM depot service But IBM Exec. team Redeems

Well you did send it in on Friday the 13th, so what did you

Re: Well you did send it in on Friday the 13th, so what did

Who is online